Weston, Fl - June 16, 2003 - Service Marketing Resources Institute (SMRI), the accomplished demographic and economic market research firm, today launched free access to its renowned Service Underscores Value (SUV) index survey at http://www.go-smri.com/suv/, allowing business decision-makers to assess their service expectations and apply the knowledge to their own customer relationships.

“While terms like CRM may be passe, the concept of customer care is alive and well, and critical to business success, asserted SMRI’s executive director Dr. Kathleen Davis. Businesspeople who understand their own expectations are better able to predict and address the issues that will satisfy their customers, encouraging repeat business and personal recommendations that make a business thrive.

The SUV index survey asks ten quick questions, including:
- What % of your decision to purchase a product is based on value?
· How frequently have you complained to a manager about poor service in the past year?
· Please respond to the statement when I receive great service, I feel I’m receiving greater value for my investment.

A real-time scoring application immediately delivers the user’s score and a brief explanation of the type of customer the user represents. SMRI created the survey based on fourteen years of experience aggregating experiential data directly from tourism professionals, meeting planners and especially sporting and entertainment event attendees.

The SUV index has helped a number of businesses in the leisure and tourism industries validate their decisions to increase customer service staff and raise ticket prices in accordance with deliveries of better customer experiences, said Dr. Davis.

CONTACT: Dr. Kathleen Davis
http://www.go-smri.com
866-U-GO-SMRI (866-846-7674)
kdavis@go-smri.com